We want every interaction with PrettyFace to be a good one. If something goes wrong, this Policy explains how to raise a complaint and how we handle it. We aim to deal with complaints promptly, fairly, and confidentially.
1. How to submit a complaint
Send your complaint to [email protected]. To help us investigate quickly, please include:
- Your full name and the email associated with your account;
- A description of the issue, including the date and time it occurred;
- Any supporting material, such as screenshots, where available.
2. How we handle complaints
- Acknowledgment. We aim to acknowledge your complaint within 24 hours, providing a reference and the point of contact handling it.
- Investigation. We review the details, gather relevant information, and may contact you for clarification.
- Decision. A designated reviewer evaluates the matter against our Policies and applicable law and reaches a conclusion.
- Record. We document each step — from receipt to resolution — including the actions taken and the reasons for the decision.
3. Timing
We aim to resolve complaints within 7 calendar days of receipt. If a complaint concerns unlawful content, we escalate it immediately and remove confirmed unlawful content as soon as practicable. If resolution will take longer than expected, we will tell you and explain why.
4. Escalation
If you are not satisfied with the outcome, you may ask us to escalate. The matter will be reconsidered by someone who was not involved in the original decision, and we will inform you of the result within a reasonable time.
5. Payment disputes and chargebacks
If you have a concern about a charge, please contact us first so we can resolve it. We investigate disputed charges. Users who engage in wrongful or fraudulent chargebacks may be restricted from future use of the Service.
6. Fraud prevention
We use customer-verification and fraud-prevention measures, consistent with payment-card-industry standards, to keep payments secure and to investigate suspected fraudulent activity.
7. Contact
All complaints and questions about this Policy should be sent to [email protected].